Terms & Conditions

Our Service

We want to give you the best possible service but if you’re not happy with any service that you have received from us please email us thebiscuitdays@gmail.com and we’ll do our best to get back to you in 24 hours to help resolve the problem. 

Orders are taken either via our Etsy shop https://thebiscuitdaysshop.etsy.com or by arrangement, via email. We take payment, via Paypal or bank transfer, when you place your order. We are only able to accept an order when we have checked that we can fulfill it. If we are unable to accept your order we will let you know as soon as possible, this will always be within two working days.

Ordering

We freshly bake, craft, decorate and package all of our orders by hand, therefore please allow 4-6 working days processing time (excluding larger and custom orders). Orders are then dispatched with Royal Mail Tracked 48, which aims to deliver in 2-3 working days. Please bear these timelines in mind when ordering. 

If you are ordering for an event in the future, please let us know the date that you would like to receive your order (we strongly recommend 1 week before the event to allow for any Royal Mail delays). You can do this via a message or leaving me a note when you checkout. 

Please message for availability for orders over 40 biscuits.

If you need a rush order, please do get in touch and I'll check if I'm able to fulfill your order.

Dispatch

Estimated postal delivery takes between two to three working days. However please note that this is not a guaranteed delivery time and we cannot take responsibility for any delays that might occur once the order has been handed over to Royal Mail. If there are any problems we will of course try our best to help. 

Royal Mail categorises a parcel as “lost” if it has not been delivered after 15 working days following dispatch. Please do get in touch with us if you think that your order is lost and we will take up an enquiry with Royal Mail. Please note that Royal Mail do not always compensate us for loss. 

We cannot accept responsibility for orders returned to us if Royal Mail were unable to deliver due to incorrect addresses or failure for the recipient to collect or sign for their parcel.

Returns Policy

As our biscuits are perishable goods we are not able to offer refunds or exchanges. Please double-check all spellings and personalisations as we are unable to offer refunds for incorrect spellings and personalisations. However if your biscuits arrive damaged or you have received the wrong biscuit please contact us via thebiscuitdays@gmail.com so that we can help.